L1 Technical Support Engineer (Spanish-Speaking)
About The Position
Serve as a trusted L1 technical advisor to enterprise customers using Abnormal's Cloud Email Security, AI Security Agents, and SaaS Security solutions. Own and resolve inbound support tickets involving configuration issues, API questions, behavioral false positives, and threat investigations. Provide timely customer updates, root cause analysis, and solution recommendations, partnering with Engineering to deliver high-quality resolutions and maintain post-mortem documentation. Support onboarding and customer engagement alongside Customer Success Managers, create and maintain knowledge base documentation, and identify recurring trends and customer pain points to inform product improvements.
Requirements
- At least 4 years of experience in technical support within cybersecurity, SaaS, or enterprise technology environments.
- Strong understanding of email security concepts and modern cloud/SaaS ecosystems.
- Experience troubleshooting APIs, integrations, and enterprise platform configurations.
- Ability to investigate and resolve technical issues through log analysis and cross-functional collaboration.
- Strong written and verbal communication skills.
- Experience with Salesforce, Jira, Confluence, or similar support and collaboration tools.
- Customer-first mindset with a strong focus on problem-solving and operational excellence.
- Fluency in Spanish.
Nice To Haves
- Experience with AI tools or AI-powered support platforms is highly preferred.
- Fluency in Portuguese is a bonus.
- Experience in cybersecurity, enterprise SaaS, or API-driven platforms.
- Familiarity with Microsoft 365, Google Workspace, Slack, Okta, Splunk, CrowdStrike, Cortex SOAR, REST APIs, and Zoom.
Responsibilities
- Serve as a trusted L1 technical advisor for enterprise customers using Cloud Email Security, AI Security Agents, and SaaS Security solutions.
- Own and resolve inbound support tickets, including configuration issues, API-related questions, behavioral false positives, and threat investigations.
- Deliver timely customer updates, root cause analysis, and solution recommendations.
- Partner with Engineering teams to drive high-quality resolutions and maintain thorough post-mortem documentation.
- Support onboarding and customer engagement alongside Customer Success Managers.
- Create and maintain internal and external knowledge base documentation to improve customer self-service and case deflection.
- Identify recurring support trends and customer pain points, and provide feedback to improve product functionality and user experience.
Benefits
- The role may be eligible for bonus or incentive compensation and equity.
- Comprehensive benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
